Download Support Handbook

EasyLink Services
Welcome to EasyLink Performance EDI Support
The purpose of this handbook is to provide guidelines and reference information that you will need when requiring
EasyLink support. Specifically, we aim to provide the following:
•
•
•
•
Help you efficiently utilize support.
Introduce you to the people in support.
Provide information on support, including our policies and procedures.
Explain how to supplement your support with additional services to meet your needs.
Please review this handbook carefully. It contains important information regarding your
Performance EDI support.
Thank you for choosing EasyLink.
The EasyLink Support Pledge
EasyLink's pledge is to use our years of experience in the industry to deliver Performance EDI for your
benefit. We know the industry; you benefit from our knowledge, expertise and experience. Count on us to make a
noticeable difference in your business by delivering:
•
•
•
•
Commitment to the customers we serve
Proven software
Thought-leading professionals
Superior customer support
The intent of our support is to provide you with the solution you need to efficiently and cost-effectively facilitate
transactions with your trading partners. Our emphasis on achieving superior support cannot be overstated. That's
why we are available to help you in your operational environment by providing:
• Access to experienced consultants in our U.S. based Support Center
• Service from a trusted, knowledgeable, and familiar support specialist
• Self-help tools available 24 x 7
• Support team availability 8:00 a.m. to 7:00 p.m. EST Monday – Friday
• Flexible service options including telephone, self-serve via the web, or e-mail support
• Pro-active communications to keep you informed
• Timely problem resolution
The Support Center
Our Support Center comprises a team of individuals who work together to provide dependable and timely
resolution to your inquiries. For complex problems, our Support Center team has immediate access to the
experts in our Development Laboratories, Consulting Organizations and IT Operations. Therefore, you have
access to the right level of our expertise when you need it.
The people in our Technical Support Center are dedicated, experienced, and skilled professionals who aim to
ensure your satisfaction each time you call on us or use the Customer Portal for support. They are eager to help
you in all facets of support whether it be solving your problems or answering your questions. Their goal is to
ensure you operate productively and effectively to maximize your investment in Performance EDI.
Performance EDI Support Handbook
Welcome
3